Sirius XM Connection Unavailable - Please Call Onstar Agent Models

Bulletin No.: PIT5791 Published date: 11/5/2020 Preliminary Information

PIT5791 Radio Displays Message: Sirius XM Connection Unavailable - Please Call OnStar Agent Models

VIN: Brand: Model: Model Years: Engine: Transmissions: from to

Buick Enclave 2021 All All All All

Buick Encore 2021 All All All All

Buick Envision 2021 All All All All

Cadillac CT4 2021 All All All All

Cadillac CT5 2021 All All All All

Cadillac Escalade 2021 All All All All

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Cadillac XT4 2021 All All All All

Cadillac XT5 2021 All All All All

Cadillac XT6 2021 All All All All

Chevrolet Blazer 2021 All All All All

Chevrolet Camaro 2021 All All All All

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GMC Acadia 2021 All All All All

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GMC Yukon 2021 All All All All

GMC Yukon XL 2021 All All All All

Involved Region or Country North America

Additional Options (RPO) Equipped with Sirius XM (U2K) and Infotainment system (IOS, IOU, IOT, or IOV) Some customers may comment that the radio displays a message “Connection Unavailable, Please call OnStar Agent.” While Condition this message is intended to alert the user to reasons for a reduced Sirius XM experience, it could display while listening to other audio sources such as AM, FM, etc.

This message may be caused by no OnStar connectivity. One reason that a lack of OnStar connectivity might occur is when a customer has not accepted, or has declined, the OnStar Terms and Conditions. This is an inherent operation of the system’s Cause design because the Sirius XM 360L feature requires a cellular connection through OnStar. However, it was not intended to have this message display unless Sirius XM was selected as the audio source.

Correction:

Do not attempt to repair this condition if the customer has not accepted OnStar Terms and Conditions. Engineering is working on a software solution that will prevent the message from displaying when listening to non-SXM sources, but still allow the message to display when a loss of connectivity exists and the user is attempting to play Sirius XM. Service Procedure

1. Determine whether the customer has accepted OnStar Terms and Conditions (T&Cs) by inspecting the status of the OnStar indicator LED. If it is o, the system may be deactivated, press the OnStar call button once to conrm the introduction plays. A. If OnStar T&Cs have not been accepted: STOP, make no repair attempts at this time. The customer must review the OnStar T&Cs and make their own decision as to whether they choose to accept them. If they wish to leave the T&Cs declined, then it is normal for this message to display because this system requires connectivity to function fully.

B. If OnStar T&Cs have been accepted, then this PI does not apply. Refer to standard diagnostics to identify the cause for a loss of connectivity.

2. Advise the customer that it is normal for this message to be displayed when there is a lack of connectivity, but that it should only display when attempting to use the Sirius XM app in the radio.

Important: The software solution will NOT turn o the message completely. It will only change when the message is displayed.

Engineering is working on a software solution that will only allow the message to display when a loss of connectivity exists and the user is attempting to play Sirius XM.

This software is expected to be released to service in the second quarter of 2021.

This PI will be updated when a software solution becomes available. Warranty Information For vehicles repaired under the Bumper-to-Bumper coverage (Canada Base W arranty coverage), use the following labor operation. Reference the Applicable W arranties section of Investigate V ehicle History (IVH) for coverage information.

Labor Operation Description Labor Time 3487168 Verify status of OnStar Terms and Conditions 0.3 Hr. *This is a unique Labor Operation for Bulletin use only. Version History Version 1 Modied 11/05/2020 - Created on.